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Feb 20, 2017
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Khushi :: has IT Job (Jobs) available in New London, CT
Service Desk Analyst

Service Desk Analyst 2nd Shift - send update resume soon at knagpal@operationit.com



Essential Duties and Responsibilities:

Responds to customer requests for information, assists in problem resolution and ensures customer satisfaction by providing quick resolution or escalation to their request.

Resolves issues surrounding computer hardware, software, network and telecommunication systems while demonstrating technical knowledge and expertise in customer service.

Maintains any necessary follow-up and routine contact with customers concerning operational and production problems.

Answers emails, enters memos, filing, processes reports, maintain the Service Desk documentation and associated web areas as needed.

Uses discretion and maintains confidentiality when handling sensitive material.

Maintains a clean, safe, hazard-free work environment within area of responsibility.

Participates as a panel member on Company's Board of Review as needed.

Performs all other related and compatible duties as assigned.



2nd shift: Wednesday, Thursday, Friday, Saturday 4pm-2am  

Off: Sunday, Monday, Tuesday 

Training: 2 weeks M-F 9-5pm



Proven ability to communicate professionally in a corporate environment

Must possess clear, pleasant speaking voice, good hearing and be proficient with the use of grammar to ensure effective telephone communications

Detail oriented with excellent written and oral communication skills and ability to organize work in an efficient manner

Must track calls by entering information and solutions into ticketing software and follow through on resolutions with the customer

Individual must be able to multi-task in a fast-paced environment and simultaneously work on multiple projects/tasks under time pressures

Must have a high degree of patience and problem management techniques to solve problems and deal effectively with customers, vendors, peers and management

Thorough knowledge of Active Directory 

Knowledge of Windows OS and all Microsoft Office applications

Must be able to handle multiple technical skill sets including desktop, distributed systems, network associated business applications, interfaces, hardware, software, security and system failures.


Education and Experience:

High school diploma required, BS/BA degree preferred.  

Minimum of one (1) year Information Technology Help Desk high volume experience or professional high volume IT operational and customer support experience. 

Service Desk/Help Desk Certification a plus.  


Certificates, Licenses, and Registrations:

Certified Help Desk Analyst a plus, not required.

Must have a valid driver’s license & reliable car.

Posted:: January 10, 2017
This posting will expire on:: 11-Mar-17
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